Live chat has several benefits over traditional methods of offering customer support like email. In this blog, you’ll earn ten live chat benefits you must know.
In this modern, technologically advanced world, consumer empowerment has become more crucial than ever. Therefore, more and more companies are eagerly looking for avenues to improve their customer experience. It is delightful news for customers because enterprises are eventually making client requirements and anticipations their top priority. And to better improve this experience, businesses are now shifting towards offering a live chatting service that presents the same benefits as chatting with friends.
In addition, live chat is an inherent aspect of a satisfactory client experience because it allows you to seamlessly interact with your clients in real-time, straight on your online platform. This unique collection of features characterizes chat from all other communication mediums and can positively influence your company’s success. Keep reading below to learn more about the significant advantages of online chatting and what are the precautionary measures you must take for online chatting.
So let’s get started, shall we?
What Is Live Chat?
If you are planning to integrate a live chat facility into your business operations, it is imperative to understand the advantages and disadvantages of live chat. Also, you must determine why chat is better than voice call support. In simpler terms, live chat refers to online communication that allows you and your online users to interact in real-time. Furthermore, online chat is an excellent option for emails or phone calls, and all you or your users need to do is enter the note inside the chatbox and press send.
And according to research, 79 % of clients prefer live chat to any other interaction medium.
Understanding the Significant Benefits of Live Chat
Live chat is an excellent method to expedite your sales cycle by enabling questions to get answered efficiently and quickly. It can assist you in handling client problems or questions at the moment and substitute the constant back and forth of email threads. Here are some prominent advantages of live chatting services.
- Improved Client Assistance
Live chat presents the specific advantage of improved client assistance. Unlike delayed or unsystematic interactions like ticket systems and emails, it delivers quick communication on request. Likewise, chatbots can notice the use for everyday or frequent inquiries, freeing live agents to concentrate on complex or demanding issues and reducing response delays.
- Increased Agent Productivity
Along parallel lines, live chat can considerably improve productivity. Moreover, keeping workload aside — which live chats can assist in relieving— client assistance can be exceptionally challenging. Live chats present a more hassle-free method of communication, which can, in turn, improve agent productivity. And to accomplish this, modern companies are using AI-based chatbots, one of the perfect live chat customer service examples.
- Better Website Experience
Live chat benefits usually move beyond client service alone. Nowadays, more website users expect live chat alternatives, even if they do not need to use them. In addition, the chat service enhances its website experience while exhibiting modernity, professionalism, and a proactive readiness to help.
- Reduced Support Expenses
Another significant benefit of live chat support is it’s exceptionally cost-effective. Moreover, according to reports, live chat sessions are roughly 20-50% more affordable than phone calls for individual price comparisons.
- Better Conversions
Live chat services even present profitable returns in sales and conversions. In addition, an enhanced website experience and more satisfactory client service alone can improve conversions due to client satisfaction.
- Round-the-Clock Client Support
Delivering round-the-clock client assistance can be unrealistic for a business that cannot employ representatives to cover all the shifts. Nevertheless, with the help of automated live chat services, your team can operate within business hours and leave the rest to chatbots, so your clients get round-the-clock customer support.
- Better Customer Experience (CX)
Another excellent live chat advantage is an alternative to sending farsighted invitations to converse. This exceptional function can assist in turning online users into potential clients.
- Detailed Reports
When you use comprehensive live chat software, you can access built-in reports to scrutinize your clients’ activity and representatives. As a result, your business can gather useful data to enhance client service daily.
For example, you can determine agents performing online chat client service and deliver the required assistance or extra training.
On the contrary, you can keep track of the client inquiries that your representatives overlooked or escalated to senior authorities. In addition, the ongoing monitoring strategy can assist your customer support team in enhancing the customer experience every day by readily determining the pain points in client assistance.
- Improved Average Order Value
Having connected on improved sales and personal acquisitions, it is significant that reliable and delighted clients are highly worthwhile. They make acquisitions more often and spend more on purchases than new clients, improving average order value. In addition, live chat services can even have a notable impact on personal sale value and improved client retention.
- Excellent Growth Avenues
Live chat services allow you to engage in real-time deals and can immensely add to your company’s growth. The more elaborate the idea of your client, the more profitably you can fix their issues and explain how your product could serve them.
The Bottom Line
All in all, having a live chat option on your site simplifies the client experience. Furthermore, it permits your workforce to use a new avenue for sales, conversation, and client aid. In simpler terms, it functions as a direct channel into the core of your business, i.e., your clients. We recommend checking out Temasys’ Skylink Cube for your clients’ uninterrupted text, audio, and video calling. Paid plans start as low as $1 a day.